This book provides a comprehensive guide to mastering ServiceNow IT Service Management (ITSM), preparing readers for the Certified Implementation Specialist – ITSM (CIS-ITSM) certification. Covering core ITSM processes, best practices, automation strategies, and real-world use cases, the book is structured to enhance both practical knowledge and exam readiness.

Key topics include Incident, Problem, Change, and Release Management, Service Catalog and Request Fulfillment, Configuration Management Database (CMDB), and Service Portfolio Management. Readers will learn how to implement, configure, and optimize ITSM workflows in ServiceNow, ensuring alignment with ITIL frameworks and industry standards.

The book also delves into Performance Analytics, AI-driven automation, and ITSM reporting, equipping professionals with skills to monitor service effectiveness and drive continuous improvement. Emerging ITSM trends, including hyperautomation, predictive analytics, self-healing IT systems, and AI-driven service desks, are explored to prepare readers for future advancements in IT service delivery.

Additionally, the book provides exam preparation strategies, 250 multiple-choice questions (MCQs), and real-world case studies, ensuring a thorough understanding of ITSM implementation and governance.

Whether you're an IT professional, ServiceNow consultant, or enterprise IT leader, this book serves as an essential resource for mastering ITSM principles, achieving CIS-ITSM certification, and implementing scalable, AI-driven IT service management solutions.